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Personal is a big want for consumers, reveals data

July 12, 2019

A majority, 78%, of consumers are more likely to shop at retailers and brands providing a personalized experience, and 73% of online shoppers are likely to avoid brands and retailers after just one bad experience. Those are key findings from the study, Shoppers Demand Superior eCommerce Experiences: Consumer Expectations in 2019, conducted by Avionos that surveyed 1,500 U.S. consumers that have shopped online within the past year.

A good personal experience pays off for retailers, as 93% polled are more likely to make a repeat purchase after a positive experience, according to a press release on the findings.

"It’s about relevant experiences and the consumer gets to decide what's relevant — not brands,” said Avionos CEO Scott Webb in the release.

"The cost of being generic is that brands lose that loyalty forever. Expectations have risen to the point where consumers have a right to demand relevant, first-time experiences with the brands that they choose to do business with. If brands don'’t deliver on that, consumers have enough options that they'll take their loyalty and money elsewhere. And there is no returning from that," he said in the release.